Product Solution Engineer, Product Support

Company Description

PhonePe Limited (Formerly PhonePe Private Limited) is a technology company that builds digital platforms for Payments, Digital Distribution Services and Financial Services. Headquartered in India, the PhonePe digital payments app was launched in 2016. As of April 2026, PhonePe has over 70 Crore life-till-date registered users and a digital payments acceptance network spread across over 5 Crore merchants. PhonePe’s products and services include Consumer Payments (including Digital Distribution Services), Merchant Payments, Lending and Insurance Distribution services, and New Platforms, which comprise Share.Market (stock broking and mutual funds distribution platform), and Indus Appstore (Android-based mobile app marketplace). Culture:

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!

In this role, you will act as the first line of engineering defense: driving manual APK releases and OTA deployments, managing third-party integrations, triaging live production crashes, and debugging partner outages. You will bridge the gap between core developers, external integration partners, and operations to maximize developer bandwidth.

Key Responsibilities

• Production Incident Management & Debugging: Triage, investigate, and diagnose production issues across custom POS terminals, headless apps, and integrated merchant hardware. Follow Standard Operating Procedures (SOPs) to conduct initial Root Cause Analysis (RCA) and escalate actionable bug reports to core engineering.

• Partner & Vendor Integration Support: Act as the technical point of contact for external partners and hardware vendors (e.g., transit authorities, oil merchants). Assist third-party engineering teams with SDK onboarding, client configuration updates, and end-to-end integration debugging.

• Log Analysis & Outage Investigation: Capture, inspect, and analyze system, device, and network logs during active vendor downtime or transaction failures to pinpoint points of failure across devices, SDKs, and backend services.

• Release & Deployment Management: Coordinate manual APK release processes and custom Over-The-Air (OTA) updates for production terminals operating outside the standard Google Play ecosystem.

• Support Tooling & Automation: Develop lightweight scripts, utilities, and internal tools to automate repetitive diagnostic tasks, log parsing, configuration pushes, and reporting workflows.

• Monitoring & Metrics: Track app crash rates, operational health metrics, and transaction telemetry across deployed fleets to proactively spot anomalies before they impact merchants.

Qualifications

• 3 to 5 years of relevant professional experience

• Proven success working in a fast-paced production support environment

• Demonstrated ability to communicate effectively in writing, with a successful track record of responding to and resolving customer issues

• Excellent written and oral communication skills

• Strong analytical and problem-solving skills

• Ability to effectively work and collaborate with cross-functional teams

• Possess the ability to understand business problems and provide data, solutions, or information related to business requirements

Technical Skills:

• Hands-on Android Foundation: Practical experience building or maintaining at least one Android application. Must have a working understanding of the Android lifecycle, basic app architecture, and debugging workflows.

• Technical Troubleshooting: Hands-on proficiency using adb, reading Android Logcat, analyzing stack traces, and inspecting network traffic/API payloads (REST APIs, HTTP status codes, JSON).

• Scripting & Tooling: Ability to write basic scripts (Python, Shell, or Bash) to parse logs, automate routines, or interact with APIs.

• Understanding of Constrained Environments: Familiarity with Android development constraints (working with XML layouts, memory limits, and background execution). Experience with custom Android builds, AOSP, or devices lacking Google Play Services is a strong plus.

• Communication & Collaboration: Strong verbal and written communication skills to articulate technical issues clearly to third-party partners (e.g., Hitachi), merchant teams, and internal engineering leads.

Preferred Qualifications

• Prior experience in fintech, POS terminal development, payment gateways, or payment SDK integrations (e.g., card payment rails, UPI, transit/NCMC implementations).

• Familiarity with hardware/software payment certification lifecycles (L1, L2, L3 certifications across RuPay, Visa, Mastercard).

• Exposure to fleet device management, soundboxes, or smart payment hardware deployments.

Additional Information

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity, ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form.

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